| Sample 11: | Positive Reply to a Claim |
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Moonbeam
Products
P.O. Box 4530, Laguna Hills, California
92653
Consumer Products Division · 1-800-555-6789
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| April 21, 20xx
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| Mr. Whitney E. Morrison
59 West 12th Street Liberty, MO 64068 |
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| Dear Mr. Morrison:
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| Make the adjustment first. Include some resale early, but avoid references to the problem as much as possible. | You will receive a replacement for your Moonbeam Blender 23 in two or three days. It will arrive by United Parcel Service. Each Moonbeam product is fully guaranteed, and we're glad to make this adjustment for you. Thank you for writing promptly. | |
| Explain as fully as you can, promising to follow up later if necessary. Make any required action seem easy. | When your new blender arrives, please use the
package it comes in and the UPS return certificate to send the original
blender back to us so that we can determine the exact cause of the difficulty.
Your description leads me to believe that there is a break in one of the
motor windings.
One of the ways Moonbeam is able to achieve 23-speed flexibility in the blender you purchased is by using a special motor-winding technique. While our technique is more delicate than that usually found in blenders, it results in superior performance. |
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| Resell the product by stressing its features and the benefits the reader will receive. | The Blender 23 is the best that Moonbeam makes, and its versatility is unmatched. It is the only blender on the market that can whip cream without turning it to butter and fluff egg whites. It is also the only blender that can crush ice and make peanut butter without requiring additional oil. Your new Blender 23 will make cooking a pleasure for you for many years to come. | |
| Your closing should be positive and forward- looking. Some new sales material shows confidence in the future of the relationship. | Along with your new Blender 23, we're sending you a brochure of our other Moonbeam products. Each Moonbeam product carries an absolute five-year warranty. The Deluxe Food Chopper shown on p. 23 of the brochure would be a perfect kitchen companion for your blender. | |
| Sincerely, | ||
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| Frank Olsen, Senior Service Representative |
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